Servpro Of Society Hill

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have not been contacted to come to an agreementYou have met with other customers who have been in touch with us, but you have not met with my husband or meWe would like to have you come to a resolution that reflects the actual hours worked, so that this is made rightWe have multiple emails asking for follow up, with no closure from your companyWe actually received legal threats in the mail after disputing the hours workedWe have been trying to end this since April, and have photos, [redacted] entry logs, our own notes, and emails and voicemails from your company saved that reflect the actual hours workedAll we want at this point is for you to charge us only for hours worked, nothing more Regards, [redacted]

Our office received a call from [redacted] last month requesting someone come out because she discovered visible mold on a wall in her basement closet and on some luggageShe also complained of a perceptible odor in the basementI was onsite Friday 10/6/to review the issue with [redacted] and returned again 10/10/with the original job file documentationMy visit was to review documentation and discuss responsibility for the current condition Servpro performed mitigation services at [redacted] 's property 12/28/almost two years priorOn 10/10/I provided [redacted] with the psychrometric logs for the basement and specifically showing the closet in question was dry at the completion of the mitigation services 1/4/I also showed her photographs taken during the loss showing her contents with visible mold growth at the time of the loss [redacted] 's stated she has not been in her closet since the damage occurred (22) months priorGiven she wasn't in the closet her assumption is that the cause of any mold on drywall & luggage was Servpro's responsibilityThis closet is below grade and was voluminous with contentsMold growth I observed on the wall was not consistent with a water damage originating on the floorThe pattern was consistent with a space that had experienced high relative humidity condition with very limited air flow I attempted to explain to [redacted] had she contacted our office within a few weeks of the loss with this condition I would likely have taken responsibilityContacting us twenty two months after the DOL and assuming Servpro was responsible for visible mold in a below grade space particularly when the psychometric documentation supports the closet was dry at the conclusion of the project is unreasonableBased on the documentation and visible condition observed in the closet I do not feel Servpro has any responsibility in this matterThank you, Charles D***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Servpro has been given MANY opportunities to fix the issue and has failed They want to repair a problem that they caused and now do not want to accept responsibility How may repairs must I allow? Their repair is to drill more holes in what was a new floor when they startedIn their attempts to repair they have caused additonal damage to the floor which is now causing planks to rise and others to move and flex when they shouldn't They continue to try to fix an unfixable problem and the only remedy is to pull up the current floor and put down a new one.Regards, [redacted]

SERVPRO has tried to reach out the customer on numerous occasions, and try to come to an agreementCustomer has not responded to our multiple attempts settle this matter

Our office received a call from [redacted] last month requesting someone come out because she discovered visible mold on a wall in her basement closet and on some luggage. She also complained of a perceptible odor in the basement. I was onsite Friday 10/6/17 to review the issue with [redacted]...

and returned again 10/10/17 with the original job file documentation. My visit was to review documentation and discuss responsibility for the current condition.   Servpro performed mitigation services at [redacted]'s property 12/28/2015 almost two years prior. On 10/10/17 I provided [redacted] with the psychrometric logs for the basement and specifically showing the closet in question was dry at the completion of the mitigation services 1/4/16. I also showed her photographs taken during the loss showing her contents with visible mold growth at the time of the loss. [redacted]'s stated she has not been in her closet since the damage occurred (22) months prior. Given she wasn't in the closet her assumption is that the cause of any mold on drywall & luggage was Servpro's responsibility. This closet is below grade and was voluminous with contents. Mold growth I observed on the wall was not consistent with a water damage originating on the floor. The pattern was consistent with a space that had experienced high relative humidity condition with very limited air flow.    I attempted to explain to [redacted] had she contacted our office within a few weeks of the loss with this condition I would likely have taken responsibility. Contacting us twenty two months after the DOL and assuming Servpro was responsible for visible mold in a below grade space particularly when the psychometric documentation supports the closet was dry at the conclusion of the project is unreasonable. Based on the documentation and visible condition observed in the closet I do not feel Servpro has any responsibility in this matter. Thank you,  Charles D[redacted]

As described, Servpro has engaged at length with [redacted] to resolve her concern Servpro assumed no liability for the concerns expressed. In good faith Servpro contacted our insurance provider(s) to determine if the concern she identified is in fact a coverable condition within our policy, two...

separate insurance providers subsequently confirmed it is not a coverable condition. Additionally Servpro offered to have professional repair the concern [redacted] described. [redacted] expressed she is only amiable to having the floor replaced which is not an acceptable option. Servpro and [redacted] are unable to reach a mutually agreeable solution.

We have come to an agreement with the customer. We are going to refund the customer and they agreed to retract their complaint.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Servpro has been given MANY opportunities  to fix the issue and has failed.    They want to repair a problem that they caused and now do not want to accept responsibility.  How may repairs must I allow?   Their repair is to drill more holes in what was a new  floor when they started. In their attempts to repair they have caused additonal damage to the floor which is now causing planks to rise and others to move and flex when they shouldn't.  They continue to try to fix an unfixable problem and the only remedy is to pull up the current floor and put down a new one.
Regards,
[redacted]

SERVPRO would like to schedule a date and time to sit down with [redacted] to get this matter resolved. Please contact the office to schedule.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no...

reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I have not been contacted to come to an agreement. You have met with other customers who have been in touch with us, but you have not met with my husband or me. We would like to have you come to a resolution that reflects the actual hours worked,  so that this is made right. We have multiple emails asking for follow up, with no closure from your company. We actually received legal threats in the mail after disputing the hours worked. We have been trying to end this since April, and have photos, [redacted] entry logs, our own notes, and emails and voicemails from your company saved that reflect the actual hours worked. All we want at this point is for you to charge us only for hours worked, nothing more.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Servpro has been given MANY opportunities  to fix the issue and has failed.    They want to repair a problem that they caused and now do not want to accept responsibility.  How may repairs must I allow?   Their repair is to drill more holes in what was a new  floor when they started. In their attempts to repair they have caused additonal damage to the floor which is now causing planks to rise and others to move and flex when they shouldn't.  They continue to try to fix an unfixable problem and the only remedy is to pull up the current floor and put down a new one.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why...

you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I have not been contacted to come to an agreement. You have met with other customers who have been in touch with us, but you have not met with my husband or me. We would like to have you come to a resolution that reflects the actual hours worked,  so that this is made right. We have multiple emails asking for follow up, with no closure from your company. We actually received legal threats in the mail after disputing the hours worked. We have been trying to end this since April, and have photos, [redacted] entry logs, our own notes, and emails and voicemails from your company saved that reflect the actual hours worked. All we want at this point is for you to charge us only for hours worked, nothing more.  
Regards,
[redacted]

Review: About 2 weeks ago I came to my house's flooded finished basement. Immediately I called the ServPro company to address the problem. They came over promptly and evaluated the situation. Dan one of the workers explained to me the process and gave me an estimate, he said it usually runs between $1500 and $2000. I said let's do it and they started to work in the drying process. They left the machines from Thursday night until Monday. I thought they will reset the carpet if it wasn't damaged and leave furniture back in it's original place, but was not sure if that job was included in the final price. They left everything in piles and carpet not reset. They were not clear about that. They told me they will send me a detailed bill through email. I got the email asking if they could run my credit card. I said yes, but could not really open the attachment, but thought that I was going to pay about $2000. I checked many times to see if I could get attachment but was not successful. I checked my cc account today and found out they run it for $5534.51, which is an outrageous amount. I am disputing the amount since is way out of range from the initial quote.Desired Settlement: Bill me a fair amount within range of initial quote.

Business

Response:

We have come to an agreement with the customer. We are going to refund the customer and they agreed to retract their complaint.

Review: I hired ServPro to clean out my home from a fire. They came out in March of 2014, and never finished the job. They not only alleged to have worked hours they never were in the house, but also broke many contents, lied about the number of boxes used and charged me for more than double, packed trash and dog hair into the boxes, and stole from me. My husband and I have proof of all dates worked with emails, voicemails, and our own notes from stopping by daily after work hours. We also have logs from the storage facility that held our belongings, and have pictures of the boxes that were broken and full of dog hair and old gloves. I have multiple invoices that do not have any relevant info on them, despite requesting a truthful invoice many times. ServPro claims to have ended the job and wants payment, but they never finished anything, left a fridge full of rotting stuff, broke our belongings, lied about work hours, lied about supplies used, and stole from us after we had a devastating fire.

Please note that we also have a taped meeting of ServPro and another very unhappy set of customers with similar issues, and we urge them to also file and provide their taped meeting.Desired Settlement: I shouldn't be billed anything for the terrible work, but I am willing to say your company worked for 40 hours. You need to refund anything beyond that amount and 47 boxes. Please understand I have full proof and notes, as well as others willing to come forward.

Business

Response:

SERVPRO has tried to reach out the customer on numerous occasions, and try to come to an agreement. Customer has not responded to our multiple attempts settle this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have not been contacted to come to an agreement. You have met with other customers who have been in touch with us, but you have not met with my husband or me. We would like to have you come to a resolution that reflects the actual hours worked, so that this is made right. We have multiple emails asking for follow up, with no closure from your company. We actually received legal threats in the mail after disputing the hours worked. We have been trying to end this since April, and have photos, [redacted] entry logs, our own notes, and emails and voicemails from your company saved that reflect the actual hours worked. All we want at this point is for you to charge us only for hours worked, nothing more.